Service Segment Manager

Transcat, Inc.•REMOTE,

12h•Remote

About The Position

The Service Segment Director is responsible for owning the commercial and strategic performance of defined calibration services categories. This role drives revenue growth, profitability, and market differentiation through strategy development, pricing leadership, service portfolio optimization, and cross-functional influence. The scope of this role requires strong collaboration and influence across Sales, Operations, Finance, Marketing, Quality, and Technology to deliver category outcomes. This role is remote with travel to our Rochester headquarters location required.

Requirements

Bachelor's degree in business or a related field
5+ years of successful experience in service industry
Strategic and Commercial: Category strategy development, Pricing strategy and value-based selling, Market and competitive analysis
Leadership: Strong influencing and stakeholder management skills, Ability to drive alignment across diverse teams without direct reporting lines, Adept at translating complex strategies into clear, persuasive visual and verbal narratives for top-tier stakeholders
Analytical: Data-driven decision making, Financial modeling and business case development
Operational Understanding: Knowledge of service delivery models and cost structures in technical service environments
Strategic Attributes: Adaptable and resilient: Thrives in complex, matrixed environments, Analytical and decisive: Uses data to make informed, timely decisions, Commercially driven: Relentless focus on growth and profitability, Continuous improvement mindset: Seeks efficiency, innovation, and differentiation, Customer-centric: Deep understanding of customer needs and value drivers, Enterprise thinker: Balances category optimization with broader company objectives, Highly collaborative: Builds trust and alignment across functions, Influential leader: Drives outcomes with and without formal authority

Nice To Haves

Experience in a related industry (e.g., test equipment, distribution, calibration)
Experience with strategic sourcing
Leadership experience

Responsibilities

Develop and execute a three–five year category strategy aligned with company growth objectives
Define target segments (e.g., biomedical, CBLs, data/AI, flow, GSE, and pipettes) and customer value propositions
Analyze market trends, regulatory requirements, and competitor positioning
Identify and prioritize growth and margin growth opportunities (e.g., new services, geographic expansion)
Lead service differentiation initiatives (e.g., turnaround time, compliance assurance, value-added analytics)
Strategically optimize category performance and profitability by steering revenue mix, gross margin expansion, and cost-to-serve improvements.
Design and implement pricing strategies, including discounting guardrails and contract structures to maximize deal profitability.
Champion pricing discipline across sales teams to ensure alignment with organizational margin targets.
Define and continuously optimize the calibration and solutions service portfolio
Rationalize low-margin or low-demand offerings
Develop bundled service offerings and subscription models
Introduce new services based on customer needs, industry standards, or technology advancements
Ensure alignment with operational capabilities and quality requirements
Partner with Sales to enable growth and margin improvement across the service portfolio through training, tools, process discipline, and value messaging
Work with Operations/Labs to align capacity, turnaround times, and cost structures
Collaborate with Quality/Compliance to ensure adherence to accreditation and regulatory standards
Engage Marketing to develop targeted campaigns and thought leadership
Coordinate with Distribution and Rentals for equipment, standards, and vendor optimization
Partner with IT to ensure technology infrastructure and software assets strategically support overarching business objectives.
Influence senior stakeholders to drive alignment on priorities, investments, and trade-offs
Act as the voice of the customer
Support key account strategy and large/strategic deal structuring
Develop standardized proposals, pricing frameworks, and service level agreements (SLAs)
Drive customer retention and expansion through improved service value